Customer Service Manager

Customer Service Manager – International Markets

We are seeking an experienced Customer Service Manager to serve as the voice of our brand, delivering exceptional service and support across international markets. In this leadership role, you will oversee customer service operations, ensuring high-quality support for our global clientele.

This position is ideal for a career-driven professional with a strong background in E-commerce, who thrives in a fast-paced, omnichannel environment. You will manage complex inquiries, resolve customer issues, and ensure seamless order fulfillment while maintaining the highest service standards.

Key Responsibilities

• Omnichannel Communication: Oversee high-volume inbound inquiries via Live Chat, VOIP/Phone, and Email, ensuring a focus on First Contact Resolution and efficient case handling.
• E-commerce Operations: Expertly navigate order management systems to handle complex logistics, returns, product inquiries, and payment queries, ensuring a smooth experience for customers.
• Proactive Engagement: Ensure timely follow-ups for case resolution, helping customers resolve issues and ensuring their satisfaction.
• Cross-Functional Collaboration: Work closely with internal teams including Sales, Logistics, and Technical Support to streamline operations and resolve escalated issues.
• CRM Management: Maintain accurate records of all customer interactions within the CRM, ensuring data integrity and high-quality reporting.
• Brand Ambassadorship: Demonstrate a polished, customer-centric attitude at all times, de-escalating conflicts with professionalism and empathy.

Mandatory Requirements (Please Read Carefully)

• Experience: Minimum of 3 years of proven experience in Customer Support within an International E-commerce environment.
• Language Proficiency: Native or C2-level proficiency in English is non-negotiable. You must have exceptional verbal communication skills (neutral accent preferred for international markets) and flawless written grammar.
• Industry Knowledge: Demonstrated experience with E-commerce platforms (e.g., Shopify, Magento, Salesforce) and ticketing systems (e.g., Zendesk, Intercom).
• Education: Bachelor’s Degree required.

Candidate Profile

• Global Mindset: You have prior experience serving customers in North American, European, or Australian markets, and understand international service expectations.
• Tech-Savvy: Comfortable with juggling multiple software tools simultaneously and quick to learn new systems.
• Problem Solver: Detail-oriented and proactive, capable of working independently to resolve issues without constant supervision.
• Resilient: You maintain composure under pressure, treating challenging interactions as opportunities to build long-term customer loyalty.

Pay: Rs200,000.00 - Rs220,000.00 per month

Work Location: In person